Perceived uncertainty in self-managed service teams: an empirical assessment

This empirical study examines the impact of context-team factors and team-e mployee factors on perceived uncertainty in self-managed service teams The results of our study show that context-team factors rather than team-employ ee factors are critical to the extent of uncertainty employees perceive whe n providing customer service. Furthermore, perceived uncertainty has negati ve impact on self-managed team outcomes in terms of job satisfaction and in tention to leave the team. Besides this, our findings indicate that team co mmitment to customer service quality can serve as an effective tool to hand le the negative consequences of perceived uncertainty in self-managed servi ce teams. Finally, in addition to the cross-sectional analysis, a longitudi nal exploration has been carried out, the outcomes of which suggest that th e structural relationships are changing over time, underlining the need to take dynamic considerations into account in analyzing the effectiveness of self-managed work teams.